Five9 Virtual Call Center Software


 

One of the most popular names in cloud contact center software, Five9 is used by call centers around the world. With Five9, companies see reduced costs, increased productivity, and happier customers. Whether you need software to manage your inbound, outbound, blended, or multi-channel contact center, Five9 has a product to meet your unique business needs. 

There are a lot of features we love, but a few of our favorites include the IVR with speech recognition, multi-channel ACD, predictive dialer, and CRM integrations: all of which lead to more productive customer service representatives, more satisfied customers, and reduced operational expenses. With integrated workforce optimization capabilities, Five9 customers ensure that they get the most out of each staff member by optimizing agent productivity. Finally, any call center will benefit from the built-in call recording, agent scripting and quality monitoring components. 

Getting started is easy, too. Most call centers can be up and running in a matter of days, since agents only need internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times, etc.) and will scale with your business as it grows. 

Best of all, Five9 wants to see your company succeed. They'll work with you to get the right solution in place and pride themselves on offering top-notch customer service and professional services. We would highly recommend this cloud contact center software to organizations looking to optimize their call center operations.

 

Five9 Virtual Call Center - Five9 Agent Desktop
 
  • Five9 Virtual Call Center - Five9 Agent Desktop
    Five9 Agent Desktop
  • Five9 Virtual Call Center - Five9 Application Portal
    Five9 Application Portal
  • Five9 Virtual Call Center - Five9 IVR Script Designer
    Five9 IVR Script Designer
  • Five9 Virtual Call Center - Five9 Supervisor Real-Time Statistics
    Five9 Supervisor Real-Time Statistics
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

26 Reviews of Five9 Virtual Call Center

 

from Financial Management
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Easy to use

Ease-of-use

It has been very easy to navigate through the various functions and has reduced the amount of time we spend on training agents.

Functionality

It meets all of our "need to have" needs; however, I wish they would offer internal chat for our agents to communicate with one another.

Product Quality

The quality of the product is great and exactly what we expected.

Customer Support

They have been very prompt in addressing any technical questions we have had.

Likes Best

My team loves the ease of use and the detailed reporting.

Likes Least

Implementation was a bit rocky, but in the end, it all worked out.

Recommendations

I would recommend being very specific about what your requirements are, and let them demo it for you. No one likes to be over promised and then under delivered.

 

from One Stop Agent
Specialty: Consulting
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Easy to use, robust capabilities, easy to scale globally

Ease-of-use

It beats the complexity of our legacy solution any day!

Functionality

It far exceeds our expectations. We've been routing calls, social posts, chats, and emails more efficiently so far.

Product Quality

I like the ease of use. Our personal support manager helps us daily with changes or questions. There are never any unknowns.

Customer Support

The support has been fine. No known issues thus far.

Likes Best

I like the diversified features and capabilities. Five9 offers all multi-channel capabilities, robust reporting, and the ability for us to add agents quickly or reduce counts for seasonal fluctuations. We looked at the other companies but most were either too small, had not been in cloud long enough, or did not have vetted integrations with leading CRM vendors.

Likes Least

Nothing known immediately as we just started using the system.

Recommendations

Make sure you look at the company legacy, financial stability, and history. Make sure you speak to references in the same industry. For us, multi-channel and omni-channel are big because we are in retail. We have a strong emphasis on leveraging social media to improve customer care, and with Five9's offering, via their SoCoCare acquisition, we are now able to use intelligent routing and NLP through our call center. That was a biggie for our CMO.

 

from Churchill Credit Solutions
Specialty: Telecommunications
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simple & reliable, but could have better outbound call programming

Ease-of-use

All the features are prominent and labeled in a way that make sense in regular English. Even relatively advanced functions like transferring calls or setting up conference calls are very simple.

Functionality

It handles call volume very well. I was able to generate a lot of leads and meet my sales quota with the software. However, as previously stated, Five9 could have had better dialing methods to increase the chance that people will pick up the phone.

Product Quality

Very solid, very reliable. It should be able to perform admirably in operations that require high inbound calls. However, unrefined outcall programming makes it weaker for a high outbound call operation like telemarketing. It will call a lot of people who are not ready to pick up the phone and have a conversation.

Customer Support

I've never called customer support, but some of my colleagues have had to call customer support. I've never heard any complaints.

Likes Best

All the features were easily understandable, even by people with relatively low computer literacy skills. It's easy to learn. It's very reliable and doesn't crash very much. It seems that the program could be learned in 5 minutes or less.

Likes Least

The programming behind the calls isn't efficient. Five9 often makes calls to people in a time-zone during a time of the day when they would be preparing for bed. This made for angry and counterproductive calls at times. Also, too many calls went to voicemail.

Recommendations

Whether a specific calling system makes sense for your company should be determined by how easy the software is to learn, whether the software can support call volume, and whether the software is efficient at calling people when they are most likely to pick up the phone.

 

from Insomnia Cookies
Specialty: Telecommunications
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

User review

Ease-of-use

It's simple but not aesthetically pleasing, and the layout could be more simplistic.

Functionality

It works for a small call center, but for anything over 10 reps, I would seek out another company.

Product Quality

It's too complex in technical functions and lacks ease of use.

Customer Support

When supplying a company with call center software, tech support should be 24/7, and the turnaround for fixes should be less than 24 hours.

Likes Best

I like the ease of use.

Likes Least

It lacks technical fluidity. We have constant re-connections.

Recommendations

Make it more user-friendly and easier to configure.

 

from Churchill Debt Settlement
Specialty: Banking
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Reliable Service

Ease-of-use

The product is user-friendly, since it's mostly automated.

Functionality

The system was reliable, and the settings allowed me to receive calls I wanted.

Product Quality

It's user-friendly and simple to use. The interface was easy to navigate.

Customer Support

Help was always immediate and stationary. They always followed up on existing problems.

Likes Best

The technical issues I had were always quickly resolved. Very few issues over the years.

Likes Least

The reception sometimes was not clear. Had to run diagnostic tests to fix.

Recommendations

Look at the overall performance of the product and not only the issues that sometimes arise.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Not the best

Ease-of-use

It's easy to figure out. A five-year-old can use this product.

Functionality

There are a lot of unnecessary options and groups. There are things that I would like to do that just are not available to customize there on the spot.

Product Quality

It crashes constantly, it's down for maintenance a lot, and there's often a lack of sound in a call.

Customer Support

Usually, they are on top of fixes, but for a system to go down for hours is a huge loss of money for our company.

Likes Best

You can monitor and group your staff, and you can send messages to other employees.

Likes Least

The maintenance and the constant drop calls. The call transfer is not the easiest to understand, and the call monitoring is not the best quality ever.

Recommendations

Find another vendor. This one needs a lot of work and it is not ideal for a big company.

 

from ServeUBrands Inc
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great product for any sized call center!

Ease-of-use

This product is easy to use for just about anybody.

Functionality

Being able to transfer calls and chat with other users during a call is pretty useful.

Product Quality

I would rate the product 7 out of 10 because it's pretty good, but it can be improved.

Customer Support

Good customer support with average wait times and great knowledge.

Likes Best

The ability to chat with other users is really useful.

Likes Least

The server connections and audio quality are sometimes bad.

Recommendations

This is a great product for any size call center and is user-friendly.

 

from ServeUBrands
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great service. I wish it could be more reliable

Ease-of-use

Very few steps to actually get started. There are also little to no steps to answer calls and transfer them to stores.

Functionality

It does what we needed to do: from answering calls and emails, to transferring phones, as well as placing people on hold.

Product Quality

It's great! The system works well; customer service was great. Just the system froze up at times.

Customer Support

The customer support was good at times. There were times where we would be placed on hold for a while, but overall it was ok.

Likes Best

I like the ease of the functionality of the system, as well as the customer support.

Likes Least

Sometimes it freezes, and we have to reboot it. And during maintenance failover, it was slow to start over.

Recommendations

Check the full capability of the system before evaluating.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Erin's Review

Ease-of-use

Very easy to use. There was not a time that I thought that it was difficult to navigate.

Functionality

There are definitely features that would be helpful if added. If you could have accounts and add viewable notes it would be very useful.

Product Quality

Due to constant unannounced and announced downtime.

Customer Support

The time to solve problems takes far too long. When I would call in to report a problem, the rep helping would never know what I was talking about.

Likes Best

I like that the software is very user-friendly. I found it very helpful while using it in supervisor settings.

Likes Least

I have been using the software for over a year. While using it many times, the server would go down, or other issues would preset itself. While this is understandable, the time it took to come back up was not satisfactory. I would say this is my main complaint using the software.

Recommendations

If Five9 were to work 100% of the time, I would absolutely recommend it. It is very cost-effective and user-friendly. If this is the only means of communications, I would not recommend it. There were many times during busy hours that we could not speak to our customers.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Customer Service Representative

Ease-of-use

The is product is easy to understand and has simple commands.

Functionality

This product works well for a call center that takes thousands of calls.

Product Quality

The server for this product crashes too much for my liking.

Customer Support

I have never had to deal with customer support for this product.

Likes Best

The thing I like best about this product is that it is easy to use.

Likes Least

The thing I like least about this product is the server crashing.

Recommendations

I would recommend to others that they need to be patient.

 

from Insomnia Cookies
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great when it works.

Ease-of-use

Most of it is right there in front of you, and you can access things with one click in the representative view. The supervisor view is very difficult to navigate to find the data you really want. Sometimes, you just have to double-click names or data lines to get additional information, but it's never really explained.

Functionality

It does just about everything we'd need with the exception of keeping notes between calls for users.

Product Quality

I've seen other soft phones that are a little more streamlined, but it definitely does the job.

Customer Support

As stated, the system goes down periodically with no real contact or estimate on when it will be up again. The few times I've called in, I've had mixed results with the person on the phone.

Likes Best

It's easy enough to use with plenty of features. Communication within the call center and with satellite locations is easy.

Likes Least

It seems to be unreliable. Service goes down at least once a month, and we are never sure how long it will be down.

Recommendations

It comes with a lot of features that I have never had a use for, so it's hard to evaluate as a whole. That said, it seems like an adequate system for a medium-to-large call center to use.

 

from Churchill Debt Settlement
Specialty: Advertising
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Reliable and intuitive, but I wish it had better predictive capabilities

Ease-of-use

It has a very intuitive interface. All functions were easily discernible from the interface layout. It has a no-frills design. There are no extraneous features, and everything that a dialing program required was included.

Functionality

It needs a stronger predictive dialing algorithm. I felt too many of the calls were going direct to voicemail or were not picked up by anyone. The yield ratio of effective calls was a bit too low.

Product Quality

It's a very reliable and intuitive dialing program that is excellent for both small and large operations. Greater predictive capabilities would have improved the functionality of the product.

Customer Support

I once had an issue with regard to my current version of Java not being compatible with Five9. The issue was promptly resolved.

Likes Best

Fast calling. There's very little time between calls. It has a very intuitive interface.

Likes Least

Dialing is not predictive enough. A relatively high percentage of calls went to voicemail or were not answered.

Recommendations

The best metric is effective call rate. For each 100 outbound calls, estimate how many of them reached a person on the other end.

 

from CarQualifier
Specialty: Other services
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

The Very Best Service!

Ease-of-use

There are prompts throughout that assist with using Five9's products. They also have webinars, tutorials, and support for any questions or problems you may encounter. I have been able to use their software pretty much on my own with very little help.

Functionality

I am currently using Five9 for a small start up company, and Five9 fits us perfectly. It has all we need and is able to grow with us.

Product Quality

The quality of the service is great. Over the years, it has improved greatly and can be used at home, in the office, or on the go.

Customer Support

Their customer support is awesome! I have never had to wait for an answer or for any work to get done. They are always available and are very good about following up to see how you are doing.

Likes Best

The product is flexible and easy to use. Five9's support is great; they are always available for additional assistance.

Likes Least

There isn't anything I don't like. I have used Five9 for various companies I've worked for over the years, and I have always liked their service.

Recommendations

Take the time to go through their tutorials and webinars; they are informational and very useful.

 

review detail from Source Intelligence
Specialty: Telecommunications
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Small customer service-based company that requires excellence.

Ease-of-use

It's fairly easy but can require some technical knowledge. Even if an issue arises, the user can always call the support line for immediate assistance.

Functionality

We are a small group and only use a small portion of the functions. We are excited to explore more of the options.

Product Quality

The quality of the product is fairly new to our company but has exceeded my expectations.

Customer Support

Customer support is always friendly and patient. They are always helpful to resolve any problems that have come up.

Likes Best

I am very pleased with the product and am looking forward to applying our company's personal touches to our profile.

Likes Least

The Five9 system is very user-friendly to a degree, but it could be streamlined when it comes to administrator settings.

Recommendations

I would recommend understanding what your expectations are so the technical support team can evaluate your needs.

 

review detail from TeleAware Inc.
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

No doubt best in class!!

Ease-of-use

Super easy to create campaigns, run reports, add clients

Functionality

I would like the ability to contact my clients prospects electronically but remain seemless with my client

Product Quality

Excellent first class all the way no others compare

Customer Support

Excellent first class all the way I have never had an issue that wasn't resolved to my satisfaction

Likes Best

simplicity of use, attentive client services, a multiple suite of options available and extremely cost effective with a substantial ROI!

Likes Least

I cannot appear seamless with my clients when I have arranged a meeting for them

Recommendations

Take their optional free trial .you will be pleased that you did

 

from J&L Messaging, LLC
Specialty: Telecommunications
Size of portfolio: Single user Portfolio size: Single user

Great system. I would recommend this to anyone starting a call center.

Ease-of-use

We like the step-by-step wizards that help us in building our campaigns. The support staff is amazing in reviewing setups whenever we have a question.

Functionality

We are a small call center and do not need a lot of bells and whistles added to our campaigns; Five9 gives us the most basic functions to work with to make our calls a success.

Product Quality

Quality is great. Coming from another online dialer, there are not near as many problems in dropped calls, system issues, campaign builds, and so on with this dialer.

Customer Support

They do go above and beyond to get you what you need. If they don't have the answer right away, they will seek out others that might be able to help and will always return your call.

Likes Best

It's easy to use and very easy for new agents to catch on to the agent app. The online manuals are very informative (for as lengthy as they are). Five9 has a lot to offer.

Likes Least

Some of the reports do not quite pull all of the information needed for our business, but there are ways around it. The support staff will work with you to get the product you need.

Recommendations

Easy to use. Campaign builds are simple and require little time to create.

 

review detail from RevGuard
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Overall Strong Performance, Minimal Issues

Ease-of-use

Their platform is very user-friendly and easy to teach others how to use.

Functionality

The tools that they have in place already are great, and they are always willing to work with you to create custom options.

Product Quality

We have had some issues in the past, but overall, they have a great product and support group.

Customer Support

They are always very attentive and proactive whenever something goes wrong. I have been very impressed recently with their support team in tracking down issues and making us aware of any issues as soon as they occur.

Likes Best

I personally found their platform really easy to use, and the sales and support teams have been very attentive.

Likes Least

We often discover issues before they do and have to reach out to them to make them aware and get the issues fixed. This was especially prevalent approximately six months ago, but it has improved significantly since then.

Recommendations

Definitely shop around, but we have tried several other vendors and haven't been able to find one other than Five9 that has all of the tools that we need in place.

 

review detail from Sentinel Customer Aquisition
Specialty: Telecommunications
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Top Notch Service and Commitment to Quality

Ease-of-use

I've worked with several platforms over the years and this is, hands down, one of the most intuitive and easy to use.

Functionality

We haven't had a single project/campaign that Five9 couldn't handle.

Product Quality

It's all about the Support and Service. Quality support and service, is the foundation of the Five9 product's quality.

Customer Support

It's all about the Support and Service. Quality support and service, is the foundation of the Five9 product's quality.

Likes Best

I've been with Five9 for years now. I've seen them persistently strive to improve their product and services, and it has greatly benefited my company. The very best that Five9 has to offer, are her people. I have had the pleasure of working with Dave Yesko, and team, since inception, and there isn't a single thing, or promise, they have failed to deliver on. Outside of that: The uptime and stability of the platform is second to none.

Likes Least

This product does require a basic understanding of dialer algorithms and behaviours. Early on, we had several issues related to our own ignorance. Thankfully, we had an incredibly patient support group to help us through.

Recommendations

Five9 is an incredible platform that is scalable and affordable on almost any budget. So, TRY IT OUT... You won't regret doing so.

 

from Vendorin
Specialty: Banking
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Five9 Interaction

Ease-of-use

I have dealt with many softphone platforms. The capabilities of Five9 are fantastic; however, the integration with salesforce takes away the luster.

Functionality

The dialing platform integrates with salesforce, but we miss the functionality that the Five9 agent brings.

Product Quality

The quality is getting better. Our only complaint is the lack of flexibility to listen to agents in real time.

Customer Support

I'm not a fan of the "We will call you back with an answer" technique. However it is efficient as I generally receive an answer that suffices.

Likes Best

The product is customizable. We have the convenience of an iPad application. The customer service team is very good about taking suggestions to improve the product, which helps develops more of a partnership.

Likes Least

We have suffered in the past from outages where it has taken a while to generate a long-term solution to remedy call center down time. Customization of the product can be a task but generally is worth the effort and lack of autodial functionality.

Recommendations

It is imperative that you understand what your specific needs are and document them. Be thorough when going through the process with development.

 

from Serve U Brands, Inc.
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great bones, getting better all the time.

Ease-of-use

All the User Portals are extremely easy to navigate.

Functionality

Everything is great except the fact that Reps can't read past notes.

Product Quality

The fit and finish of the product is great; it is very visually appealing.

Customer Support

Excellent! Five9 does not disappoint on Customer Support, very quick and helpful. Their support is outsourced outside of the US, however, which I struggle with as a US Based Call Center Manager. I'd love for them to bring these jobs back to the US or at least create a US Based Support Team for its US Customers. The language barrier can be very challenging at times.

Likes Best

Five9 gives my Call Center the tools it needs to complete its functions effectively and efficiently. Five9's Support Team is always available and very quick to take action if needed. Five9's Sales and Account Management Team is very helpful and gets us set up with new licenses quickly and pain free. The product is user-friendly and easily trainable to new hires. Five9's ability to log in from any internet connection offers interesting possibilities for Work From Home Employees.

Likes Least

In the past, we have had significant issues with Five9's ability to provide true 100% Up Time. This is a function that has improved greatly; however, I am looking forward to seeing if it will stay reliable. Five9's Contact Management/Customer Account lacks the ability for reps to view notes from previous customer interactions. This is a big weakness, and I'd like to see Five9 evaluate this process and add this ability. If my reps had the ability to view notes from previous interactions this review would have been 10/10.

Recommendations

Five9 is a very viable option for any Call Center; I would recommend it to anyone. It has its shortcomings, but every Virtual Call Center Module does. I think that Five9 is the best option when compared with companies like 8X8 or inContact.

 
 
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